Senior Manager - Operations

(Female Candidate only)

Key responsibilities

• Lead day-to-day operations

• Own end-to-end delivery for multiple BPO processes (voice/non-voice/back office) through direct reports such as Operations Managers, Assistant Managers and Team Leaders.
• Ensure achievement of KPIs and SLAs including quality, productivity, TAT, CSAT/NPS and adherence.
• Review daily/weekly/monthly performance dashboards and drive action plans for underperforming areas.

• Stakeholder and client management

• Act as the primary operations contact for client stakeholders, managing regular governance calls, business reviews and site visits.
• Understand client priorities, translate them into operational goals, and ensure proactive communication on risks, opportunities and improvements.
• Build strong relationships with internal stakeholders (HR, Training, Quality, WFM, IT, Finance) to enable smooth operations and strategic initiatives.

• People leadership and team development

  Manage a span of 300+ employees, driving engagement, motivation and retention through strong people practices.
• Coach and mentor mid-level leaders (Managers, TLs) on leadership, performance management, communication and client handling.
• Oversee hiring, onboarding and succession planning in partnership with HR to ensure a robust leadership pipeline.

• Performance and process management

• Implement performance management frameworks including target-setting, performance reviews, feedback, and performance improvement plans (PIPs).
• Drive process excellence and continuous improvement using data analysis, root cause analysis and structured problem-solving.
• Support transitions, migrations or new project launches by partnering with Transitions, Training and WFM teams to stabilize operations.

• Governance, compliance and reporting

• Ensure adherence to company policies, client compliance requirements and regulatory guidelines across all managed processes.
• Publish regular MIS and business reports to internal leadership and clients with insights and recommendations.
• Identify operational risks, service gaps and escalation trends, and put in place preventive and corrective action plans.

Required skills and experience

• 15+ years of overall experience in BPO/contact centre operations, with significant exposure to handling multiple clients/processes and large spans (300+ FTEs).
• Proven track record as a Senior Manager / Operations Head / large Team Manager in an international or domestic BPO setup.
• Strong leadership presence confident, assertive, high ownership and ability to influence cross-functional teams and senior stakeholders.
• Excellent verbal and written communication skills; comfortable in client-facing roles, presentations and governance meetings.
• Hands-on experience in stakeholder management, client engagement, process delivery, performance management and continuous improvement initiatives.

• Female candidate only,

  willing to work from office with flexibility for extended/shift hours as per business and client requirements